When you have a bad day and make a comment about to someone at the store, you probably don’t expect anyone to do anything other than nod their head and feign sympathy. But one Warby Parker customer says her visit to the eyewear store resulted in a little more than a “there there.” [More]

When the Arizona-based owners of two dozen Burger Kings was given the “Franchisee of the Year” award from the folks at BK HQ for his restaurants’ high marks on service and cleanliness, they could have just kept the new Corvette and Rolex watch they received for the honor. Instead, the owners turned those prizes into cash that they then paid out to more than 100 employees. [More]

When employees at a South Carolina Home Depot heard that a regular customer of theirs had been the victim of a theft that left his family without Christmas gifts, they pitched in to do something they didn’t have to, replacing those stolen gifts and giving this family a belated but happy holiday. [More]

Imagine losing your cat on the very day that you are planning to move thousands of miles away. And then, miraculously, someone finds your feline friend a few weeks later. But by that point, you’re so far away that you can’t afford to fly or drive back to bring him back. [More]

Sam writes to us from across the Atlantic, where he received the delightful gift of a cooling notebook computer stand from a friend. Well, more of a cast-off, but Sam appreciated it all the same. It was missing a few parts, so he contacted the manufacturer, Griffin, to find out whether he could buy just those parts for a reasonable price. Fortunately, they wouldn’t let him do that. [More]

The most we’ve ever received from an airline for being stuck on the tarmac for hours was some water and repeated assurances that we’d be moving shortly. But not so for passengers on one diverted Frontier Airlines flight where the pilot treated everyone on board to free pizza. [More]

Imagine you’re just working at a Walmart in the retailer’s Arkansas hometown when a customer hands you a note that she’s been kidnapped by two National Guard members. Your day suddenly got a lot more interesting. [More]

When a family with four kids stopped off to eat at California Pizza Kitchen, disaster was looming. Their 13-year-old son, who has autism, was upset and on the verge of a meltdown in the middle of a crowded restaurant on Valentine’s Day. As the mother dreaded what would happen next, the manager came to her rescue, treating the family as if nothing were out of the ordinary. [More]

Keiko’s husband used Amazon’s streaming services to rent a movie that she wasn’t interested in seeing, and watched it on his iPad. He had no complaints about the experience, maybe because he was watching it on a relatively small screen. Yet Amazon went ahead and issued the couple a full refund anyway, just in case he might have had a problem with it. Keiko is impressed.

Waiting for a train that never, ever pulls into the station is a frustrating experience for many a commuter. Especially when a train conductor instructs passengers to wait, as one Metro-North conductor advised riders last week. When the train ended up being canceled, the conductor took matters into his own hands and apologized with a slew of apology notes left on train seats. [More]

One of the best feelings as a consumer is the, “Wow, you didn’t have to do that but I’m so glad you did” feeling. Like when a customer service rep rewards you with a coupon just for calling in with a question, or when the cashier slyly gives you a discount you didn’t earn. Or when a garbage crew worker sifts through the trash to rescue an unopened birthday card and return it to its rightful owner. [More]

Considering your average driver — the person who doesn’t spend her entire workday behind the wheel — can barely go a decade without getting into some sort of fender-bender, it’s an accomplishment when people who drive all day, every day in a large brown truck can go decades without a ding on their driving records. [More]

There’s customer service, and then there’s sparing no expense to make sure your customer’s wedding isn’t ruined by flying your own daughter to a tropical destination so she can hand deliver the groom’s pants. That’s called dedication. [More]

Over a year ago, we shared with you a tale of consumer joy from a Jansport backpack owner who sent his bag to the company in a pizza box and got his worn-out backpack replaced with an even nicer one. They’re not all about swapping old backpacks for new ones over in Jansportland, though. Sometimes, all you need is a replacement zipper. [More]

The people who make Nalgene water bottles assumed that J. made a mistake, and J. doesn’t mind at all. “Empower every employee to make timely decisions and do what is right for our customers,” reads the note that the company sent along with his order. What wonderfully empowered thing did they do for him? [More]

It’s no secret that most Consumerist stories about Comcast service techs are not positive, but there are still plenty of good, hardworking folks toiling away for Kabletown and its affiliated contractors (kontractors?). Take, for example, the California tech who recently stepped up to save the lives of two separate individuals in the span of a single week. [More]